Success through managing quality, safety, customer service and cost
A Walkers case study

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Page 6: Conclusion

Walkers imageOperational management refers to the day-to-day administration of a business, and managers at this level have to make decisions about everyday processes. Through a system of accountability, each manager has to answer for his/her decisions.

Walkers is a subsidiary business within PepsiCo. Even within the UK group of Walker businesses, the Leicester production facility is a distinct profit centre. As an operation, it is a multifaceted business unit. As the world's largest snack food plant, the factory is working on an enormous scale of production. Strategy is determined elsewhere, but managers on site make vital decisions on production which ultimately ensures the Walkers brand is always available to consumers for purchase.

Effective management of the plant depends on sequencing and balancing the four concerns outlined in this study. Each one needs attention and emphasis to differing degrees - Walkers refers to this as a 'balanced scorecard'. Each of the key concerns is inter-dependent and close attention to quality leads to increased demand for the product.

Good customer service has the same effect, as people get to recognise and trust Walkers crisps. Increasing demand, fluent production processes and continuous attention to safety and quality ensures that the Leicester plant operates at optimum effectiveness, which is vital to the continued success of the Walkers business. These things are at the heart of successful management.

Walkers | Success through managing quality, safety, customer service and cost